[PDF] Our commitment to you - NatWest

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Whether you use youraccount a lot, a littleor share access witha joint account holder,it’s important to protectyour money from theftor fraudProtecting your accountYou can help to protect your account by followingthese simple guidelines:Looking after your financial detailsCriminals can use personal information about youfraudulently. You should take great care whendisposing of documents which contain your personalor financial details. These items may include bankstatements, benefits books, utility bills, blank chequesor card receipts. We recommend that any papersshowing information about your financial affairs areeffectively shredded.Never provide your account or security details to anycaller you do not recognise or have not expected.Always know who you are dealing with. If you haveany doubts call them back on a phone number thatyou know to be genuine. We will never ask for yourcomplete security details.You must tell us immediately if you discover thatyour cheque book or card has been lost or stolen,or that someone else knows your PIN, passwordor other security information.Identity checks and unusual transactionsAt times, we may make extra identity checks whenpayments are made from your account and we mayalso need an extra period of notice if you arewithdrawing a large amount of cash from youraccount. To make it easier to confirm your identity inbranches, we have introduced Chip and PIN terminals.You may be asked to use your card and PIN toauthenticate some transactions.Our fraud detection systems also help us to identifyany unusual transactions on your account. If anythinglooks out of the ordinary we may contact you by24
telephone. Please note, we will never ask you for yourtelephone or online banking security details, so pleaseact with caution when receiving a call or emailregarding your accounts.Reporting a lost card and liability for lossWe have a 24-hour Card Loss Centre for you to reportlost or stolen cards. The number is 0870 6000 459.Minicom users please call 01423 700 545.If your card is misused before you tell us that it hasbeen lost or stolen, you will normally have to pay upto £50 towards any overdraft which is created orincreased on your account. If you have acteddishonestly or carelessly, you may be responsible forall amounts spent or withdrawn.Please bear in mind that this is only a short summaryof your liability for loss. For full details, please look atour leaflet Personal and Private Banking – Termsand Conditions.Cards, PINs and security information■ Ensure you take extra care to shield your number whenentering your PIN at cash machines and shopkeypads.■ If you have a debit card, keep it separate from yourchequebook at all times.■ If you have a debit, Credit or Charge Card, you mayalso have a Personal Identification Number (PIN),which you will need to use cash machines and topay for goods and services.–Always learn the PIN or other security informationwe may send you and immediately destroy the slipgiving you the information.–Do not keep a note of your PIN number whereanyone else might recognise it. If you think thatsomeone else knows your PIN, or other securityinformation, you must tell your branchimmediately and they will arrange for you toreceive a new card and PIN.–For extra security, you can change your PIN toa number of your choice. You can do this at anytime using a NatWest cash machine, which willtell you how to do this. Please choose your newPIN carefully so that other people cannot guesswhat it is.–Always keep your card receipts safely and shredthese when they are no longer required.–Never allow anyone to use your card, PIN or othersecurity information. If you do, we could hold youresponsible for money taken from your account.25
Page 1: Our commitment to you
Page 7 and 8: Cheques made out to one party can b
Page 12 and 13: In addition to paying bycash, chequ
Page 16 and 17: Managing your money,some points to
Page 18: Example 2:You write a cheque in cir
Page 21 and 22: You will usually pay interest if yo
Page 23: Financial difficultiesIf you have f
Page 27 and 28: 4. When shopping online, only make
Page 29 and 30: Banker’s reference, options andst
Page 31 and 32: Dormant AccountsIf you do not use y
Page 33 and 34: We will usually sort out most compl
Page 35 and 36: Additional extrasWe can also offer
Page 37 and 38: GlossaryBelow, we explain some of t
Page 39 and 40: Useful numbersCustomer Service Revi

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